Skip to main content
Warum O2
Warenkorb
 Service
Hello



I bought "O2 My Prepaid L" package in "O2" shop Berlin. I have paid 40 euro for that Prepaid package. But on your site the price listed as 24.99.Please explain to me how it was calculated as 40 euro? Also, I want to notice: 1. I wanted to pay by credit card but the manager didn't allow me, and just explained that terminal doesn't work, so I paid by cash.2. When I asked about receipt manager said me that they don't have receipts. When I insisted on the receipt he printed me it. More details could be provided by email, a copy of a receipt, the exact address of a shop. Dmitry.
Hello Dmitry,



in such cases the shop supporter is your contact person.



If there went something wrong you need to talk to them in the shop.



We can not tell you why you paid 40€. What's mentioned in the documents you got?



Kind regards,



Jessica



First of all, I want to see official comments from O2.



I don't trust O2 shops anymore.



And it looks like they can do whatever they want. There is no any possibility to find the owner of the shop or even email contacts.



Here are receipts. I just bought Prepaid L package and paid for that 40 euro.











You have once the starter package + prepaid card 15, - € and then again a prepaid card 15, - € ... that are together around 40, - €.



I see, so I paid two times for prepaid card, but I got only one card..., and didn't ask for second...



Go back to the shop and ask why you only got a prepaid card ... here in the forum nobody can help you.



At the shop, I was already explained that "O2 My Prepaid L" costs 40 euro.



I don't see any sense go back and ask more explanation.



I just want to get official comments from O2 support, as I didn't find any support email or English support by phone.



It is the only one reason why I'm asking questions here.



Contracts made in a shop can only be fixed up there. Probably ou won't get an official statement on the contract and in no case a regulation / correction in this forum, because the o2-employees here (the o2_moderators) don't know the exact talks and agreements between you and the shop. You will have to return to the shop or a write a formal, official letter to o2.



Moin Moin,



on the invoice from 11:44 you bought the loop sim card (to get a phone number). An a 15€ voucher for  that loop card.



So that is enough to "run" the Prepaid L.



And on the 2nd invoice at 11:49 (5 Minutes later first pic) you paid 15€ for another 15€ voucher.



Only you could explain why.



Maybe you decide that you need more Datavolume (5GB is to less?)? We don't know what happen in this 5 Minutes...



But the 15€ voucher is not lost you can use it next month.



So what should be the official comment? 



I paid only once 40 euro and got all receipts after request. And I asked just for the 5Gb package.



Where could I find that 15euro voucher?

I didn't get anything except sim card.



How I can use 15euro voucher next month? Is it already on my account, or it supposed that I had to get it on paper?



Could you post a screenshot from this site, please? https://www.o2online.de/ecare-prepaid/auf-ab-buchungen



Moin Moin,



so we found out why you get the 2nd voucher.



Is you phone able to login into the O2 Network? Are you able to do Phone calls and you have internet access?



Than the 15€ voucher has been used to active your prepaid L. You could use *107# 

or *140#

.



If you have an Smartphone you could go to this page and install an O2 App that will show you the rate.



I would like to say the shop give you a service and did the first step of activation for you. So that the 1st voucher is already used to active your L rate.







So just 24.99 euro is not enough to start using "o2 my Prepaid L", it should be activated by one more vaucher?



On 03.04.2018 I had 5Gb on the account, and 0.01 euro and on 05.04 I just bought 2 x voucher at Rewe and activated Data Pack XL, as I used already 5Gb.



Ok.



22.2.2018  13:45 Starting benefit of 10 Euro for new customers (is included in the starter pack)



3.4.2018    11:47 First top up of 15 Euro. Your balance raises to 25 Euro (starting benefit + voucher code)



3.4.2018    11:47 The credit was sufficient to book the pack (o2 My Prepaid L)



5.4.2018    12:37 You have charge your card twice (2 x 15 Euro)



5.4.2018    13:05 You have booked an extra package (Data Pack XL for 19,99 Euro)



Your actually credit balance should be (10 + 15 - 24,99 + 15 + 15 - 19,99) = 10,02 Euro



If not, please check the following page too: https://www.o2online.de/ecare-prepaid/evn-uebersicht



Everything seems to be alright. Are there any further questions?



So that will proof what we are explain...



In the white rectangle you could see that you charged you account with the SIM card and than with the "missing" 15€ voucher card.



You pay with this amount 24,99 for O2 My Prepaid L.



2 Days later you charged you account with 2 15€ voucher to pay Data Pack XL.



So no fraud, just a misunderstanding. 







If you bought two voucher codes from Rewe, where is the voucher code from the first bill?



(I mean the first screenshot)



If i understood right dmitryz does not know how to active the voucher.



You could read it in the post from "08.04.2018 00:48".



I think it was a direct charge from REWE (with no problem).



dmitryz you could type *103*Guthabencode# 

to charge you account with the voucher.



Grocery stores (like Rewe) , gas stations, etc. do not charge the credit directly to the card.



Only the o2 shops do that in some cases.



@dmitryz : Please check your documents again. If you don`t find a extra voucher code, print out "Aufladungen und Abbuchungen) and visit the store again.



In the overview, the starting balance is shown on 22.2.18 ... how can that be, if the TE has bought the starter pack first on 3.4.18?

And the 2nd prepaid card from 3.4.18 at 11:49:39 clock (first picture above) is missing completely in the overview.



Maybe the bill was created later or a system error occurred.



Another example:







Two positions with no sense



At 08.04.2018 00:48 you told us that you get one card. Are you able to use this card to Charge you account?



I got the only one sim card from "o2 Shop", and a shop was not going to give me any receipt.



I got receipts only when I insisted on it. And didn't get on 03.04 anything else. 



So I don't have any additional voucher or any other documents.



Yes but at this ponit you should talk to the Shop.



We cant help you to get this 15€ vocher. You have to talk to shop.



Thats something we can't solve for you.



Ok.



At last, I figured out with your help that "o2 Prepaid L" doesn't cost 40 euro.



And I'm sure now that everything from the shop was done intentionally as:



1. They didn't allow me to pay by card.



2. Not wanted to give me receipts.



Will ask at the shop...



Deine Antwort


Allgemeine Nutzungsbedingungen der O₂ Community
© Telefónica Germany GmbH & Co. OHG Telefónica